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Resolve Billing Dispute for Account That Should Be Cancelled

danielpgbc
I've Been Around

Hi can anyone tell me how to get intouch with a person who is higher up the chain they keep billing me for an account that i have cancelled 6 months ago this the s will be the 4th time i have had to deal with this and am getting a little more upset every time i call they tell me they have dealt with it but no once again i get billed

 

 

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Re: Resolve Billing Dispute for Account That Should Be Cancelled

RogersMaude
Moderator
Moderator

Good evening @danielpgbc,

 

Thank you for joining the Community!

Having to call on multiple occasions for a billing issue can definitely be frustrating. I can imagine how you must be feeling. We want to help you reach a resolution as soon as possible!

 

When an account is cancelled, a final invoice is generated. If that bill goes unpaid, an invoice for the same amount will be generated on your bill cycle date, as a reminder. On the invoices generated after the cancellation, are you getting charged for the monthly service fees or is the amount identical each month? Have you made payments since you requested the cancellation of your account?

 

If you would like my assistance with this billing issue, you can reach out here, by private messaging our @CommunityHelps inbox. You can learn how to send a PM, here.

 

You mentioned your desire to discuss this matter with someone higher up. Access our Share a Concern page, where you'll be able to submit a call back request or chat with a member of our Management Office.

 

Our Social Media team is also option at your disposition! You can reach them via Twitter @RogersHelps or on Facebook.com/Rogers.

 

Don't hesitate to let us know if you have any other questions!

  

RogersMaude

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16 REPLIES 16

Re: Resolve Billing Dispute for Account That Should Be Cancelled

RogersMaude
Moderator
Moderator

Good evening @danielpgbc,

 

Thank you for joining the Community!

Having to call on multiple occasions for a billing issue can definitely be frustrating. I can imagine how you must be feeling. We want to help you reach a resolution as soon as possible!

 

When an account is cancelled, a final invoice is generated. If that bill goes unpaid, an invoice for the same amount will be generated on your bill cycle date, as a reminder. On the invoices generated after the cancellation, are you getting charged for the monthly service fees or is the amount identical each month? Have you made payments since you requested the cancellation of your account?

 

If you would like my assistance with this billing issue, you can reach out here, by private messaging our @CommunityHelps inbox. You can learn how to send a PM, here.

 

You mentioned your desire to discuss this matter with someone higher up. Access our Share a Concern page, where you'll be able to submit a call back request or chat with a member of our Management Office.

 

Our Social Media team is also option at your disposition! You can reach them via Twitter @RogersHelps or on Facebook.com/Rogers.

 

Don't hesitate to let us know if you have any other questions!

  

RogersMaude

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hi there, 

I'm having the same issue. I've called well in advance to cancel my account, and am still getting billed and unable to return my equipment as a result. Nobody at Rogers seems to want to take accountability for this and it's getting very frustrating. I don't think I should be paying for a service that should have been cancelled for well over a month, but apparently that's not something Rogers can fix? 

Please tell me that the whole company doesn't take this approach and it was just a fluke and someone didn't know how to rectify this issue...

 

Shanny

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello @shanny123456,

 

Thank you for joining us in the Rogers Community Forums and great first post. 

 

It sounds like you are in a strange predicament with your billing and services. If you had previously reached out to us to have your services canceled for a specific date, this should have been processed as requested. The only thing that might stop this from happening is if you had a suspension on your account preventing us from putting the request through, or if you failed to return any associated rental equipment to the store within 5 days of the predetermined cancellation date. 

 

Just to clarify:

 

1. Which services do you have active with us?

 

2. Which services did you request to have canceled?

 

Hopefully, we can help you get to the bottom of this. We look forward to your reply! 

 

RogersLaura

 

 

Re: Resolve Billing Dispute for Account That Should Be Cancelled

rae26
I've Been Here Awhile

about 4 months ago i moved and asked to change my wifi plan from standalone to wifi/cable
i received an email stating my plan had been switched, a tech came and set up my new router and retrieved my old one.
4 months later, i notice that rogers had set up a new account with my new package (cable/wifi) and had continued to bill me for my old internet account. an internet account that to my knowledge no longer existed, and one that i did not even own the router for. because they have continued to bill me without my knowledge the bill has become very high, and after speaking to an agent for 2 hours trying to understand why this had happened i was given a ticket number and advised i’d have someone call me within 7 days. it has now been 2 weeks and nobody has contacted me, however they have started calling me on unknown numbers asking me to pay the bill.
does anyone have any advise on how this can be dealt with properly?

Re: Resolve Billing Dispute for Account That Should Be Cancelled

rae26
I've Been Here Awhile
as stated in the below message, the equipment was returned and is no longer in my possession.
i don’t seem to be having an response on how this can be dealt with, instead it’s becoming a dragged out issue.
the standalone internet was to be canceled when i moved and i actively am using a cable/wifi package.

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello, @rae26.

 

Thank you for posting your concern, and welcome to Rogers Community Forums! 

 

I appreciate the details shared in your post; it seems between the move and setting up the new account, the old Internet account remained active. 

 

We can follow up with your ticket and look into expediting the resolution for you. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog

 

Cheers,

RogersMoin

Re: Resolve Billing Dispute for Account That Should Be Cancelled

When switiching to ignite the old account was not ported and two accounts created with two sets of bills.  Have requested repeatedly to have this fixed.  Told it would be and I would be notified by text.  Still haven't heard.  I've spent hours on either hold or talking to chatting online.  Although everyone has been polite this is very poor service.  I don't have to time to do this.

Anybody else deal with this?  How did it get resolved?

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello @Carolyn4R,

 

Thanks for reaching out and congrats on your first post!

I’m genuinely sorry to hear you’ve had an issue migrating to Ignite – I know it can be frustrating especially when you're left with an unexpected bill and no follow-up yet.

 

Just to get up to speed with your concern, have my colleagues advised if they’ve submitted a ticket regarding the migration and billing issue? I’d like to take this opportunity and invite you to PM our @Community Helps to get started and review the account details. You can find details about our private messaging in this blog

 

Looking forward to your response.

 

Kind Regards,

RogersMike

Re: Resolve Billing Dispute for Account That Should Be Cancelled

mtfahmy
I've Been Here Awhile

To add to the billing issue, on Nov 20th, I requested to cancel TV starting Dec 20.  To my surprise I paid for full TV +internet $397 on Dec 20.  I called again 3 times to fix my bill and nothing happened. Now I am on a new promotion starting Dec 20 but no adjustment from the previous bill.  Also my TV box was provided on Dec 26 but they made pay all this time for service I didn’t get.  Isn’t that painful.

Re: Resolve Billing Dispute for Account That Should Be Cancelled

mizzrida
I've Been Around
I upgraded my internet speed and the agent decided to open a new account for upgrade under my name. Now I have 2 accounts and I get 2 invoices every month 1: for old account that should have been canceled and my credit card is charged monthly for this account. 2: for new account that is accumulating late fee and new past due amounts. I have spoken with 3 agents and spent over 3 hours to get this resolved. Nothing worked! Sad to say I have been your customer since 2003 and this is what I get to be with you for this long. By the way, within that late fee and double charges, I also see installation charge which I was told is being waived because I am an "old" customer. Pathetic! I changed my cell phone to another company and now it's time to find other internet providers too.

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello @mizzrida,

 

Welcome to the Rogers Community Forums!

 

Sorry to hear about the misinformation and double billing. I understand it's quite frustrating to deal with. We'd be happy to rectify this in an expedient manner.

 

In order for us to review your current account(s) and take the right measures we would need you to grant us access. Please send us a PM @CommunityHelps for further assistance. 

 

If you're not familiar with our private messaging system please visit the blog here

 

 

 

RogersZia

Re: Resolve Billing Dispute for Account That Should Be Cancelled

AbdulRahman58
I've Been Around
Hi can anyone tell me how to get intouch with a person who is higher up the chain they keep billing me for an account that i have cancelled 6 months ago

Re: Resolve Billing Dispute for Account That Should Be Cancelled

I have been trying to get my internet account cancelled since June 24th and it still has not been done. A bill was generated for me in July even though I had no internet service at that time. I was told that those charges were an error and that they would be corrected when my next bill is generated. My bills are usually generated on the 1st of month and today is the 11th of August and STILL NO BILL. Every time I call customer service they tell me something about system issues and that my bill will be generated in 2 days. 2 days passes and nothing. I call back and then they tell me something else. I have now called 8 times and wasted several hours on the phone and still no resolution. I am beyond frustrated and so glad I moved to Bell. This is unacceptable Rogers. Unacceptable. I regret the day I signed up for your service. What’s worse is that they keep sending me reminders that I have a payment outstanding and are charging me daily interest on fees for service that I did not have. I have notified the CRTC about this and hope that they will be able to help you fix whatever is wrong with your system.

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Good evening @Bbmattis,

 

Welcome to the Rogers Community Forums.

 

I can imagine how inconvenient this experience must've been for you. Typically it take at least a month for all applicable charges and credits to go through. Have you already returned the equipment?

 

If you're still waiting on the final credit, we can review your account and see what may be causing the delay. Please reach out to us via PM @CommunityHelps and we'd be happy to completed the request for you.  For instructions on how to contact us via private message please click here.

 

 

 

RogersZia

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Jeff51
I've Been Around

I have an ongoing billing issue that I have spent hours on. I finally thought it was resolved, but just received a bill for $1,400.  I have a contract to pay just over $200.  Anybody able to help get this escalated?

Re: Resolve Billing Dispute for Account That Should Be Cancelled

Hello, @Jeff51

 

Welcome to the Rogers Community Forums.

 

I can only imagine how frustrating it is to receive such a large balance on your bill when it should be much less. We certainly want to take a look at this for you to see what is the cause of this high balance.

 

We'll need to review your account in order to look into this for you. Please send a private message to @CommunityHelps so we can get started on this for you.

 

Not familiar with our private messaging system? No worries, click here.

 

RogersTony

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